Job Description

Join our dynamic team at Quadrant Health Group! We are seeking an experienced and empathetic Admissions Call Center Manager to lead our high-volume admissions and intake department. This role is responsible for overseeing the entire admissions process, from the initial inquiry to the patient's arrival at one of our facilities.

The ideal candidate is a visionary leader and a data-driven professional who excels at formalizing and standardizing established processes. You will join QHG during an exciting time, where you will be tasked with documenting and refining the existing workflows into official Standard Operating Procedures (SOPs) and being instrumental in migrating our workflow and reporting structure to Salesforce Health Cloud.

The Admissions team is the critical first point of contact. We are seeking a dedicated and professional leader to manage this high-volume process. This is an on-site, front-line role based in Boca Raton, FL.

Pay Range: $80,000–$110,000 per year (based on experience)

Why Join Quadrant Health Group?

• Competitive salary commensurate with experience.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• Paid time off, sick time and holidays.
• Opportunities for professional development and growth.
• A supportive and collaborative work environment.
• A chance to make a meaningful impact on the lives of our clients.

What You'll Do:

Major Tasks, Duties and Responsibilities:

• Process Standardization & Documentation: Formalize, document, and standardize all established operational procedures (SOPs) for the Admissions Call Center, covering intake, workflow, and inter-facility communication. Continuously analyze and proactively refine these standards for efficiency, compliance, and excellence.
• Salesforce Implementation & Management: 
• Serve as a key leader during the transition and rollout of Salesforce Health Cloud for the Admissions department, ensuring all existing workflows are accurately mapped and implemented.
• Post-migration, manage and optimize the admissions funnel/pipeline within Salesforce, ensuring consistent use of sales stages and audit-ready documentation.
• Develop, monitor, and analyze key metrics using Salesforce dashboards and reports (e.g., conversion rates, referral sources). 
• Team Leadership & Coaching: Lead, mentor, and manage the daily operations of the Admissions Call Center team. Provide ongoing training and direct feedback on call quality to ensure compassionate, timely, and compliant service.
• Admissions Process Management: Oversee the patient admissions lifecycle, ensuring efficient movement through the established Standard Call Flow (VOB, pre-assessments, travel booking) and handling all crisis calls and late-night/weekend admits.
• Inter-Facility Communication & Handoff:  Establish and enforce standardized communication protocols for transferring client information between the Call Center and the 9 individual facility teams (e.g., sending the Admit Alert and confirming arrival logistics).
• Cross-Departmental Collaboration:  Serve as the crucial bridge between the admissions department and the clinical, utilization review (UR), billing, and marketing teams. 
• Compliance & Auditing:  Ensure all activities maintain strict compliance with HIPAA and 42 CFR Part 2.

• Minimum 3-5 years of experience in admissions for a behavioral health, substance abuse, or mental health facility.
• Minimum 1-2 years of experience in a supervisory or management role. 
• Minimum 2 years of hands-on, high-proficiency experience using the Salesforce platform is required. Must be skilled in running reports, managing dashboards, and utilizing the system to manage team workflow and patient pipeline.
• Deep understanding of the substance abuse treatment industry, including Levels of Care, VOB, and basic clinical pre-assessment criteria.
• In-depth knowledge of HIPAA and 42 CFR Part 2 patient confidentiality regulations.
• HIPAA training/certification is expected upon hire (or current).
• Experience specifically with Salesforce Health Cloud is a plus.
• Experience with EMR/EHR systems (e.g., Kipu) and their integration capabilities is a plus.
• Bachelor’s degree preferred; relevant clinical or health administration focus is a plus.
• Formal training in motivational interviewing/crisis communication or call coaching is a plus.

Join a Mission That Matters

Quadrant Health Group, Inc. (QHG) is a leading provider of compassionate, evidence-based care for individuals and families struggling with substance use disorder and co-occurring mental health conditions. Our mission is to empower individuals on their journey to recovery by providing a supportive, safe, and healing environment across our 9 facilities and all levels of care.

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Compensation details: 80000-110000 Yearly Salary

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